Customer Relationship Management MCQs
Customer Relationship Management MCQs
The following Customer Relationship Management MCQs have been compiled by our experts through research, in order to test your knowledge of the subject of Customer Relationship Management. We encourage you to answer these 50+ multiple-choice questions to assess your proficiency.
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1: Customer Relationship Management is about
A. Acquiring the right customer
B. Instituting the best processes
C. Motivating employees
D. All of the above
2: Process of manage information about customers to maximize loyalty is said to be
A. Company relationship management
B. Supplier management
C. Retailer’s management
D. Customer relationship management
3: Customers lifetime purchases that generate net present value of future profit streams is called
A. Customer lifetime value
B. Customer purchases value
C. Customer cost incurred
D. Customer relationships
4: v
A. Product benefits
B. Services benefit
C. Image benefit
D. All of above
5: Number of customers or potential customers who will help in company's growth is classified as
A. Customer base
B. Retailer base
C. Distributor’s base
D. Marketer’s base
6: Any occasion on which brand or product is encountered by end customers is called
A. Customer touch point
B. Company touch poin
C. Retailers touch point
D. Relationship touch point
7: Advantage of CRM
A. Cost of the Software
B. Improve overall relationship with customer
C. Customization of the Business
D. All of the above
8: The main drawback of CRM is
A. Implementing CRM before creating a customer strategy
B. Rolling out CRM before changing the organization to match
C. Stalking, not wooing, customers
D. All of the above
9: Record which is based on business customers past purchases, sales price and volumes is classified as
A. Business database
B. Customer database
C. Databases marketing
D. Company marketing
10: . Customized products and services for customers and interaction to individual customers are part of
A. Retailer’s management
B. Customer relationship management
C. Company relationship management
D. Supplier management
11: . Company's monetary, time and energy cost, all are included in
A. Total customer cost
B. Psychological cost
C. Personal benefits
D. Image benefits
12: First step in analysis of customer value is to
A. Identify customers value attributes
B. Assessing attributes importance
C. Assessing company's performance
D. Assessing competitor’s performance
13: Difference between customers evaluation including all costs incurred and benefits is called
A. Customer perceived value
B. Company market value
C. Customer affordability
D. Customer reliability
14: The marketing messages committed to customers wishes is a part of
A. Permission marketing
B. Activity marketing
C. Supplier marketing
D. None of the above
15: . The method used to assess real cost of providing services to an individual customer is
A. Cost based accounting
B. Activity based accounting
C. Turnover based accounting
D. Price based accounting
16: _______is any occasion on which the brand or product is used by end customers.
A. Customer touch point
B. Retailers touch poin
C. Company touch point
D. None of the above
17: ________ is the study of how individuals, groups and organizations select, buy, use and dispose of goods, services, ideas or experiences to satisfy their needs and wants.
A. Consumer behavior
B. Product cycle
C. Purchase behavior
D. None of the above
18: This is the processing of data about customers and their relationship with the enterprise in order to improve the enterprise’s future sales and service and lower cost.
A. Database marketing
B. Customer relationship management
C. CRM analytics
D. B2C
19: CRM stands for
A. Customer relationship management
B. Customer relations management
C. All the above
D. None of the above
20: B2B stands for
A. Business to Government
B. Business to Business
C. All the above
21: B2C stands for
A. Business to Government
B. Business to Consumer
C. Business to Business
D. All the above
22: B2G stands for
A. Business to government
B. Business to consumer
C. Business to business
D. All the above
23: C2C stands for
A. Business to government
B. Business to consumer
C. Business to business
D. Consumer to consumer
24: An example of C2C IS:
A. Irctc.com
B. Ebay.com
C. All the above
D. None of the above
25: Which of the following strategies is suited to the Old Economy?
A. Customisation
B. Personalisation
C. Improve sales
D. Increase in profit
26: Which of the following strategies is suited to the New Economy?
A. Retailing
B. Higher point of sales
C. Personalisation
D. Improve in profit
27: CRM is ________
A. Business centric
B. Money centric
C. Profit centric
D. Customer centric
28: What Are The CRM Technology Components?
A. Front-Office Solutions
B. Enterprise Application Integrations (EAIs) for CRM
C. CRM in the Back Office
D. All of these
29: What is the last stage of the consumer decision process?
A. Problem recognition
B. Post purchase behavior
C. Alternative evaluation
D. Purchase
30: CRM technology can help in
A. Designing direct marketing effort
B. Developing new pricing models
C. Processing transactions faster
D. All of the above
31: A _________ is an organized collection of detailed information about individual customers or prospects that is accessible, actionable and current for marketing purposes such as lead generation and others.
A. Customer database
B. Customer mailing list
C. Business database
D. None of the above
32: _______uses sophisticated mathematical and statistical techniques such as neutral networking and cluster analysis.
A. Data mining
B. Data survey
C. CRM
D. None of the above
33: The main drawback of CRM is
A. Implementing CRM before creating a customer strategy
B. Rolling out CRM before changing the organization to match
C. Stalking, not wooing, customers
D. All of the above
34: In buyer decision process, percentage of potential customers in a given target market is called
A. Customer funnel
B. Company funnel
C. Marketing funnel
D. Retailers funnel
35: In buyer decision process, percentage of potential customers in a given target market is called
A. Customer funnel
B. Company funnel
C. Marketing funnel
D. Retailers funnel
36: . In buyer decision process, percentage of potential customers in a given target market is called
A. Customer funnel
B. Company funnel
C. Marketing funnel
D. Retailers funnel
37: This is a central point in an enterprise from which all customer contacts are managed.
A. Contact center
B. Help system
C. Multichannel marketing
D. Call center
E. Call center
38: This is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as age, gender, interests, spending habits, and so on.
A. Customer managed relationship
B. Customer life cycle
C. Customer segmentation
D. Change management
39: This is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as age, gender, interests, spending habits, and so on.
A. Customer managed relationship
B. Customer life cycle
C. Customer segmentation
D. Change management
40: CRM technology can help in
A. Designing direct marketing efforts
B. Developing new pricing models
C. Processing transactions faster
D. All of the above
41: The type of website that engages consumers in interactions that will move them closer to a direct purchase is known as a ______________ website.
A. Customer service
B. Interactive
C. Corporate
D. Marketing
42: When preparing a website, designers should ensure that the site enables user-to-user communication. This design feature is known as __________________.
A. Commerce
B. Context
C. Community
D. Connection
43: This is a broad category of applications and technologies for gathering, storing, analyzing, and providing access to data to help enterprise users make better business decisions.
A. Data mart
B. Business information warehouse
C. Business intelligence
D. Business warehouse
44: This is a systematic approach to the gathering, consolidation, and processing of consumer data (both for customers and potential customers) that is maintained in a company’s databases.
A. Database marketing
B. Marketing encyclopedia
C. Application integration
D. Service oriented integration
45: A well-built e-business infrastructure is a combination of.
A. Structure and Stabilit
B. Safeguards information
C. Understands costumer priorities
D. All of the above
46: E-business stands for
A. Electronic business
B. Electron business
C. Electric business
D. All of the above
47: Customers being able to buy products and services on the Internet is a result of _____
A. E-business
B. E-marketing
C. E-purchasing
D. E-commerce
48: One of the major problem for e-business growth is
A. Lack of markets
B. Lack of sellers
C. Lack of proper infrastructure
D. None of the above
49: E-commerce involves the application of _____
A. Knowledge Management systems
B. Product Management systems
C. Services Management systems
D. All of the above
50: All of the above
A. Earn more money
B. Use latest technology
C. Speed up business process
D. To get updated
51: CRM process begins ________
A. After sales
B. After sales and before sales
C. After purchase
D. Before sales.
52: ______ is networks that connect people within a company to each other and to the company network
A. Intranets
B. Extranets
C. Bit streams
D. Internets
53: A customer who is both loyal and profitable is referred to as a ________.
A. Barnacle.
B. Stranger.
C. True believer.
D. Laggard.
54: Companies that successfully practice customer relationship management measure success by ________.
A. Share of market and market growth rate
B. Business potential and industry potential
C. Share of customer and lifetime value of the customer
D. Number of touchpoints and level of marketing automation
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Customer Relationship Management MCQs
